Challenge

A custom booking software was in development and required an enterprise training solution.

However:

• The system was new and evolving.

• Employees required both initial training and ongoing reference materials.

• Clear workflow guidance was necessary to ensure consistent use of the system.

There was risk of inconsistent adoption and confusion post-launch.

Strategic Approach

• Workflow-Aligned Training Design: 

  1. Mapped training directly to real booking workflows

  2. Designed materials to support both initial learning and post-launch reference

  3. Focused on clarity, visual guidance, and usability

• Performance Support Integration: 

  1. Developed a quick-reference guide aligned to real system tasks

  2. Designed an electronic manual to serve as a single source of truth

  3. Embedded reinforcement materials for just-in-time support

Deliverables

• Electronic manual highlighting features and workflows

• Workflow-aligned quick-reference guide

• Reinforcement job aid

Results and Impact

• 100% company-wide system adoption

• Shortened time-to-competency

• Reduced post-launch confusion during system transition, reducing support requests

• Established a centralized, single source of truth for training and reference

• The initiative ensured the custom software launch was supported by a clear, scalable training and reference ecosystem, improving adoption and operational consistency.

Challenge

A government healthcare contractor required a comprehensive training curriculum for newly hired Enrollment and Fee Specialists responsible for processing eligibility determinations, enrollment transactions, and complex fee structures across varying plans.

However:

• Federal regulations and policies were highly complex and frequently updated.

• Internal company policies and processes were not yet finalized.

• Content accuracy for two different workflows (Enrollment vs. Fees) was mission-critical; errors could lead to compliance risks or financial impact.

• Specialists needed to achieve competency quickly to meet operational demand.

• Existing training materials did not exist.

• SMEs were limited in availability due to production workloads.

• Training needed to support both new hires and cross-trained employees.

There was a risk of inconsistent processing, regulatory violations, and delayed onboarding productivity.

Scope and Constraints

• Audience: All Enrollment and Fee Specialists (new hires and cross-trained staff)

• Stakeholders: Operations leadership, Compliance, SMEs, DOD/QA teams

• Timeline: Accelerated onboarding timeline aligned to staffing surge and contract implementation

• Risk: Compliance errors, financial penalties/refunds, inconsistent policy interpretation

• Need: Clear knowledge transfer, performance accuracy, measurable time-to-competency

Strategic Approach

• Curriculum Architecture: Developed two structured curriculum pathways: one for Enrollment Specialists and one for Fee Specialists, including:

  1. Foundations (business rules, terminology, systems overview)

  2. Workflow-based training

  3. Scenario-driven case processing activities/discussions

  4. Modular design to allow for future updates, system implementations, and process/workflow additions

• Rapid Iteration and SME Collaboration:

  1. Conducted target SME working sessions to extract tacit knowledge

  2. Built modular storyboards to allow policy updates without full redesign

  3. Created review cycles

  4. Designed content updates to accommodate ongoing federal guidance changes

• Multi-Modal, Layered Learning Strategy:

  1. Interactive VILTs for foundational knowledge

  2. Scenario-based activities replicating real enrollment cases

  3. Step-by-step workflow job aids

  4. Facilitator Guides for VILT sessions and activities/scenarios

  5. Knowledge checks embedded throughout

Instructional Strategies Used

• Scenario-based processing simulations

• Case-study analysis/reflections on real-world enrollment and fee challenges

• Decision-tree mapping for fee processing

• Progressive complexity (basic to advanced cases)

Learning Theory Integration

• Andragogy - real-world, problem-centered learning aligned to job tasks and daily workflows

• Cognitive Load Theory - chunked content into manageable topics

• Behaviorism - structured practice with immediate feedback

• Situated Learning - authentic, real-world scenarios/cases

Deliverables

• Two comprehensive curriculum maps and learning pathways: one for Enrollment Specialists and one for Fee Specialists

• Learning objectives customized for each topic within the curriculum

• 20+ VILTs

• Facilitator Guides

• Ongoing update framework for policy/process changes and new system implementation

Results & Impact

• Successfully onboarded Enrollment and Fee Specialists within surge period

• Improved cross-functional communication regarding system and workflow improvements

• Established scalable curriculum framework to support future contract expansions

Challenge

A government healthcare contractor needed to improve beneficiary understanding of enrollment processes, eligibility criteria, deadlines, and fee structures.

However:

• Software systems and processes were imcomplete and often not finalized.

• Enrollment regulations were complex and frequently updated.

• Beneficiaries represented diverse demographics with varying levels of health and digital literacy.

• Existing communication materials were text-heavy or non-existent.

• Enrollment periods generated high call volume due to confusion.

• Messaging required strict compliance review and legal approval.

• Clear, accessible information was critical to prevent enrollment delays or incorrect submissions.

There was a risk of beneficiary confusion, increased call center volume, and enrollment errors.

Scope and Constraints

• Audience: Thousands of beneficiaries across the region

• Stakeholders: Compliance, government partners, Operations, Communications, SMEs

• Timeline: Aligned to contract implementation timeline and annual enrollment cycles

• Risk: Regulatory errors, missed deadlines, misunderstanding of eligibility requirements, reputational impact

• Need: Clear, accessible, compliant education strategy that supports beneficiary use of multiple systems and logins

Strategic Approach

• Multimedia-First Communication (Microlearning/Short videos): Developed a video-based education program to deliver beneficiary management actions and systems use in short, digestible, visually guided segments.

• Structured Video Series Architecture: Designed and developed 12+ video assets, organized into thematic segments:

  1. System(s) login

  2. Enrollment overview

  3. Eligibility criteria

  4. Provider Directory support

  5. Step-by-step processes

  6. Updating personal information

  7. Self-service payment processing and look-up

• Each video was intentionally scoped to 2-4 minutes to maintain engagement and reduce cognitive overload.

• Multi-Modal, Layered Learning Strategy

  1. Interactive WBT modules (Articulate Storyline / Rise)

  2. Embedded knowledge check with corrective feedback

• Compliance and Accuracy Controls

  1. Scriptwriting aligned to federal and company policy

  2. AI Voiceover (created through AI tools) to allow simpler revision

  3. Multi-layer SME and government partner review cycles

  4. Captioning and accessibility (Section 508) compliance

  5. Plain-language development/editing to improve comprehension

• Layered Reinforcement Model: Videos integrated with additional format (where applicable):

  1. Website landing hub

  2. Downloadable transcript, jobs aids, and/or checklists

Instructional Strategies Used

• Microlearning segmentation (short videos)

• Visual step-by-step walkthroughs

• Animated workflow explanations

• Plain-language scripting

Learning Theory Integration

• Cognitive Load Theory - segmented videos to prevent overload

• Mayer's Principles of Multimedia Learning - video designed to align with these 12 principles to manage specific cognitive load concerns (specifically the Multimedia, Signaling, Redundancy, Segmenting, Modality, and Personalization Principles)

• Dual Coding Theory - paired visuals with narration for improved retention

• Andragogy - practical, relevance-driven explanations

• Universal Design for Learning (UDL) - multimodal access to content

Deliverables

• 12+ storyboards 

• 12+ AI voice scripts

• 12+ produced video assets (Camtasia) using standardized template

• Version control and file control standards for review

• Closed captioning and accessibility formatting (Section 508)

• Enrollment landing page documentation

• Job aids

Results & Impact

• Reduced beneficiary enrollment and systems-related call volume

• Increased website engagement

• Improved on-time enrollment submissions

• Reduced common enrollment errors

• Increased beneficiary satisfaction survey scores

• Improved beneficiary understanding while reducing operational strain

• The initiative transformed beneficiary communication from dense documentation to a clear, accessible, multimedia education system.